We've got intel to share. Prepare for briefing, Guardian!
THANKS FOR THE FEEDBACK!
We started receiving user reports late Wednesday evening (4/12/2017) regarding issues pertaining to server loading or connectivity, lagely regarding Inventories, Currencies or Levels. After replicating the issue on our end we began an immediate investigation and contacted all appropriate partners. Luckily the problem is going to be resolved and we've some information to share!
https://youtu.be/rAeXxQ4x6Xk
https://youtu.be/qmjYrb_sXg0
MOST IMPORTANTLY
All of your Items, Currency and Levels are OK. They are still on the backend, registered and SAFE. If you're not seeing anything it is 100% a visual-only error. Do not stress, nothing was lost!
THE NITTY GRITTY
The server that some of these games were on ran a few instances that first day it was on, and then for some reason, rebooted. Doing so put it into an Unavailable state. Our server backend partner has terminated it at this point so it's been cleaned up now. Our backend partner is currently working on a new update that will kill any server that does this so it will be prevented fully in the future.
To address this in the immediate our server backend partner has increased the rate for our title meaning there aren't currently any failure cases right now. If there are, please report it to us immediately and we will have them investigate. They are actively monitoring and updating.
REGARDING INVENTORY-LOAD ISSUES
They have detecting occassional read-throttling in the backend due to extremely large inventories and grants of large numbers of items - AKA LOOT! This is because of how they process it which favors predictability and safety over response time. This will affect larger inventories and in extreme cases it will add latency for loading. This will be entirely true for anyone with stackables in high amounts.
SOME SOLUTIONS
To address these issues in the immediate they have increased our throttle rate to help compensate. They have additional optimizations that they are scheduled to roll out this week to help reduce it even further.
Stay tuned and as always if you experience anything irregular or run into any issues please contact us directly:
[email protected] (ideas/general)
[email protected] (bugs/technical support)